Just how To Establish a Help Desk System with OTRS on Ubuntu 18.04


OTRS, likewise called Open source Ticket Demand System, is an assistance desk and also IT service administration system. It gives a single factor of contact for users, customers, IT employees, IT services, as well as any kind of outside companies. The program is written in Perl, supports a range of data sources (MySQL, PostgreSQL, etc.), as well as can incorporate with LDAP directories.

In this tutorial, you will set up OTRS Community Version on an Ubuntu 18.04 web server as well as established a straightforward assistance desk system, which will permit you to get and also process demands from your clients utilizing both the web user interface as well as e-mail.


To finish this tutorial, you will need the following:

  • An Ubuntu 18.04 web server set up by following our First Web Server Arrangement Overview for Ubuntu 18.04, consisting of a non-root customer with sudo benefits as well as a firewall set up with ufw.

  • Apache as well as MySQL set up on your Ubuntu server. Comply with action 1 and also 2 of this overview to configure these.

  • A fully registered domain. This tutorial will certainly utilize example.com throughout. You can buy a domain on Namecheap, get one completely free on Freenom, or make use of the domain name registrar of your choice.

  • Both of the following DNS documents established for your web server. You can follow this introduction to DigitalOcean DNS for information on just how to include them.follow the link https://freewindows10download.com/soft/helpdeskz At our site

    • An A document with example.com indicating your web server’ s public IP
    • address. An A document with www.example.com pointing to your server’ s public IP
  • address. A TLS/SSL certification mounted on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Secure on Ubuntu 18.04 guide to acquire a totally free TLS/SSL certification.

  • Postfix mail transfer agent established by following our guide Exactly how To Set Up and also Configure Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP gain access to enabled, 2-step confirmation, and also an App password created with the Various other (Customized name) option. When you create the App password, write it down to make sure that you can use it symphonious 5. You will certainly use Gmail to configure inbound mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one method of configuring inbound mail for OTRS; if you would love to explore other options, check out the OTRS documents.

Caution: Do not use any of your own active Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all e-mails in the Gmail account are deleted. Due to this, it is a better option to develop a new Gmail account to use specifically for OTRS.

Action 1 —– Setting Up the OTRS Plan and also Perl Modules

In this action, you will mount OTRS and a collection of Perl modules that will certainly boost the system’ s functionality

. OTRS is available in Ubuntu’ s bundle supervisor, however the official documentation suggests mounting OTRS from resource.

To do this, very first log right into your Ubuntu web server as your non-root individual:

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download and install the source archive with the wget command. For this tutorial, you will certainly download and install version 6.0.19; you can discover the current available variation on the OTRS download web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next off , unpack the compressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


    Move the contents of the archive right into the/ opt/otrs

  • directory: sudo mv otrs-6.0.19/ opt/otrs Replicate

    Since OTRS is written in Perl, it uses a variety of Perl components. Inspect

    • for missing modules by utilizing the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see outcome such as this, detailing which components you already have actually downloaded and install as well as which you are missing:

      • Some modules are just needed for optional functionality,


        as communication with various other data sources or taking care of mail with certain personality sets; others are required for the program to function

        . Although the suggested commands to download these components use apt-get, this tutorial will certainly mount the missing components with the proper command, which is the suggested finest method for Ubuntu 18.04.

        Do not hesitate to undergo these modules by hand, or use the adhering to command:$ sudo apt install libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl \ libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libtext-csv-xs-perl \ libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl \ libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl \ libtemplate-perl libdatetime-perl Whenever you re done installing these modules, rerun the script to make sure that all the called for components have actually
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your outcome will currently show all the mounted modules: Result … o Text:: CSV_XS … … …… ok

        ( v1.34) o Time:: HiRes … … …… ok (v1.9741) o XML:: LibXML … … …… ok (v2.0128) o XML:: LibXSLT … … …… ok (v1.95) o XML:

        • : Parser … … …… ok

        ( v2.44) o YAML:: XS … … … … … ok (v0.69) Now that you have

        OTRS and also its

        dependencies set up on your web server, you can set up OTRS to utilize Apache and MySQL. Action 2– Setting Up OTRS, Apache, and MySQL web server In this step, you will create a system individual for OTRS, and after that set up Apache and MySQL web server to deal with OTRS. Create a customer named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Copy- d establishes the individual s residence directory site as/ opt/otrs, and also -c establishes

        the ‘ OTRS user ‘ remark to describe the individual. Next off, add otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS features a default config documents/ opt/otrs/Kernel/ Config.pm.dist. Activate this by copying it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Replicate Currently, navigate

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly spot the 'appropriate user as well as team setups and established the documents and also directory consents for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will produce the list below outcome:

    Result Establishing permissions on/ opt/otrs The appropriate permissions are currently set. Next, trigger the apache2 setup file as well as make sure it is loaded after all other setups. To

  • do this, make a symbolic link with the zzz _ prefix: sudo ln- s/ opt/otrs/scripts/ apache2-httpd. include.conf/ etc/apache2/sites-enabled/ zzz_otrs. conf Copy OTRS requires
  • a few Apache modules

to be

active for ideal procedure. You can activate them using the device a2enmod. Although several of these have already been allowed, it is a good idea to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Duplicate These components make it possible for Apache to deal with Perl,

    control HTTP

    headers, press server outcome, and set up outcome material filters.

    Restart your internet server to use new configurations: sudo systemctl restart apache2 Replicate Prior to you go to the next action and run the web installer, change some of the MySQL arrangement settings.

  • Open up the MySQL arrangement documents in your recommended full-screen editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Try to find the complying with alternatives under the [mysqld] area. For max_allowed_packet and query_cache_size, change the worths to 64M as well as 32M respectively, as highlighted in the complying with code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This changes

the startup

script and checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    maximum allowed packet dimension as well as the query cache size to ensure that MySQL can user interface with OTRS. After that include the complying with highlighted added alternatives under the [mysqld] area, at the end of the file:/ etc/mysql/mysql. conf.d

    • / mysqld.cnf … # ssl-cert=/ etc/mysql/server-cert.

      pem. # ssl-key =/ etc/mysql/server-ikey. pem. innodb_log_file_size= 256M. collation-server= utf8_unicode_ci. init-connect = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Replicate This establishes the data source logfile size, figures out the character set as well as collation

      , and creates an init_connect string to set the

      personality set upon beginning the MySQL web server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, followed by Y and after that ENTER. Then, reactivate your MySQL
      web server to apply the brand-new specifications:
      sudo systemctl restart mysql.service Replicate Now that you have produced the otrs user and configured
      Apache and also MySQL to work with OTRS
      , you prepare to use the web installer. Step 3-- Making Use Of the Internet Installer In this action, you will configure OTRS

      s data source settings in an internet browser and start the OTRS daemon process on the command line. Open https://example.com/otrs/installer.pl in your preferred web browser, replacing example.com with your domain name. You will find a welcome display with the message Invite to OTRS 6 as well as information regarding the OTRS

      offices. Click Next. The next screen will certainly have the
      license for OTRS, which is the GNU General Public License common to open up resource programs. Approve by clicking Accept permit as well as proceed'after reading.
      On the following display, you will certainly be triggered

      to pick

      a data source kind. The defaults( MySQL and also Create a new database for OTRS) are fine for your configuration, so click Next to proceed. On the following display, go into the MySQL qualifications

      that you established during the MySQL server installation. Use favor the User field, after that enter the password you created. Leave the default host worth. Click Check database setups to make certain it

      • functions. The installer will create credentials

      for the new

      database. There is no demand to keep in mind this created password. Click Beside proceed. The database will be produced and you will certainly see the effective outcome: Click Next. Next —, give the following necessary

      system setups: System FQDN: A fully certified domain. Replace example.com with your very own domain. AdminEmail: The email address of your system manager. Emails regarding mistakes with OTRS will go below. Organization: Your company s name. Leave all various other alternatives at their default worths: Click Next. Currently you will certainly arrive on the Mail Configuration page. In order to have the ability to send out as well as receive emails, you have to set up a mail account. This tutorial will care for this later on in Step 5, so click Miss this action. The OTRS installation is now full; you will see a Finished page with a link to the admin panel after Begin web page, as well as the qualifications

      of the OTRS incredibly individual after that. Make sure you write down the produced password for the root@localhost user as well as the LINK for the Begin web page. The only thing left after an effective installation is to begin the OTRS daemon and also trigger its cronjob. Raise the incurable you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is accountable for dealing with any type of asynchronous and reoccuring jobs in OTRS.

      Beginning it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will see the list below output: Result Manage the OTRS daemon process. Daemon started There are

      two default cron documents in the/ opt/otrs/var/ cron/ directory site. Relocate into this directory site. cd/ opt/otrs/var/ cron

      Replicate These cron documents are

      made use of to make certain that the OTRS daemon is running. Activate them

      • by copying them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To set up these cron tasks, make use of the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Copy You have actually currently’mounted OTRS

      with the internet installer and also established its link

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next off, you will certainly visit to the manager internet user interface as well as safe OTRS. Conclusion In this tutorial, you established OTRS and produced examination aid desk tickets. Currently you can approve and also

      refine demands from your users making use of both the internet user interface and also e-mail. You can learn more concerning OTRS by reviewing the OTRS Admin Guidebook. If you wish to read more about exactly how to make use of MySQL, see our An Intro to Queries in MySQL short article, or explore DigitalOcean s Handled Data sources product.


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